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I agree with much of what posted, this is a
PR disaster, I as a worker bee however concern myself as to whether the process given to the employees was followed. Given what I can see at this point, highlighted by Oscar's letter indicate to me they were. This isn't exactly a complicated case, by this point the employees actions surely have been internally scrutinized. That's the niche I'm arguing here against a lot of folks who opine that the station, cabin and flight crews shoulder blame. There's idiotic suggestions that many thousands of dollars be offered to the pax when that in of itself is against the law. I list that as one example of the general ignorance offered here which is simply representative of the general public and thus the flying population. UA is in a no win situation given that the truth isn't an important part of the decision making process in social media, nor here specifically on PPRUNE.